Vice President of Customer Excellence

Job Summary

The Vice President of Customer Excellence leads customer service strategy and operations, building responsive, consistent experiences across client services and support channels. This role combines leadership, management, and data-driven decision making to strengthen customer relationships and guide teams toward practical improvements. The position requires close cross-functional collaboration and clear communication with clients and internal partners.

Duties

• Set customer service management priorities and oversee call center management, client services, and customer support operations.
• Lead and supervise managers and teams in customer support roles; coach employees and support effective team management.
• Use analytics, analysis skills, and customer relationship management (CRM) system proficiency to identify trends, assess performance, and guide decisions.
• Direct project management and process improvement efforts, partnering across functions to resolve customer issues and improve service delivery.
• Manage client communication, negotiation, and coordination with sales teams to support customer needs. Your impact: By turning customer feedback and service data into coordinated improvements, you help clients get timely, consistent support.

Qualifications

• Demonstrated leadership, management, supervising experience, and experience managing teams in a customer support role.
• Strong customer service, client services, coaching, communication, and cross-functional collaboration skills.
• Technical proficiency with CRM systems, analytics tools, and Microsoft Office.
• Professional English proficiency required; multilingual ability is a plus.
• Experience in call center management, project management, customer service management, data-driven decision making, client communication, negotiation, or sales is valuable.

Pay: $136,000.00 - $169,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Parental leave
• Professional development assistance
• Vision insurance

Work Location: Hybrid remote in Hicksville, NY 11801